If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller, or their job for that matter...

The biggest threat to the productivity of a contact centre is a disengaged employee. If your team is disengaged with their work, the performance of your contact centre will suffer dramatically. But what if you were able to make a game out of your employee’s performance?

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage, with flexible work schedule not far behind.

Knowledge sharing is an essential part of keeping skills and expertise in your business. So how can you implement it effectively?

You know the saying All Work and No Play…. But why not combine the two? Gamification, among other measures, can greatly improve motivation among your agents.

When it comes to workforce management, operational planning is the key in ensuring your organization is on track to meet its short-term targets.

A high turnover can be a major thorn in the side for business growth. Let's take a look at why it happens, and what you do about it.

With consumer habits - and the technologies that facilitate them - constantly changing, contact centre managers need to always have an eye on future trends.

The lines between inbound and outbound contact centres have blurred, and more channels are available than ever before. So what channels should your agents use?

Quantifying your customer service is essential to maintain standards and further improve. So how can you effectively quantify your process?